Item arrived damaged or defective: what to do

Have this ready

• photos of item and packaging
• order number

Steps for any company

1. Photograph the item and the packaging before you discard anything.

2. Ask the seller for a replacement or refund under its return policy.

3. For defects after the return window, use warranty_claim.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (25)

Parcel and mail carriers

• DHL Express (U.S.)Keep everything for inspection; the claim owner files within 30 days of the date DHL accepted the shipment.
• FedExKeep the item and packaging, and file within 60 calendar days of the shipment date (21 days for international).
• OnTracPhotograph the item and packaging and ask the retailer; only the shipper can file an OnTrac claim.
• United States Postal ServiceKeep the item and all packaging, then file an insurance claim right away and no later than 60 days after mailing.
• UPS (United Parcel Service)Keep the item and all packaging, photograph it, and open a damage claim within 30 days of receipt (60 days from scheduled delivery is the outer limit).

Retail and e-commerce

• AliExpressReport a damaged, short or not-as-described order within 15 days of receipt through Return/refund on the order.
• AmazonRequest a replacement or return from Your Orders; third-party seller items go through the seller, then A-to-z.
• Best BuyInspect major appliances at delivery and refuse a damaged one; after acceptance, call 1-888-BEST BUY, not the store.
• ChewyContact Chewy customer care promptly for a refund or a replacement.
• CostcoRefuse a damaged delivery, or return or replace the item through Orders & Returns.
• CVS PharmacyCall CVS.com Customer Care for a damaged online order; stores handle in-store items.
• eBayStart a return request as item not as described; the guarantee applies even if the seller does not accept returns.
• EtsyPhotograph the damage, send the seller a Help with order request, then open an "Item arrived damaged" case after 48 hours.
• IKEAInspect at delivery, note visible damage, and call within 48 hours; or bring the damaged item and proof of purchase to a store.
• KrogerReport a damaged or wrong item from a delivery or pickup order to Kroger customer service.
• Lowe'sCall customer care for a delivery that arrived damaged or incomplete; call Service Advantage for a defective product under warranty.
• Macy'sReturn a damaged or defective item under the return policy, by mail or in store, or call customer service.
• NeweggReport damage within 15 days of delivery with the order's Delivery Issues button and photos of the item and box.
• SHEINContact Customer Service within 90 days of the order date for faulty or damaged items; electronics have a 30-day path.
• TargetCall Target.com Guest Services for damaged, defective or missing items delivered to you.
• TemuReport missing parts or damage in the support center; return eligible items within 90 days of purchase.
• The Home DepotReport a damaged or defective delivery with photos; for major appliances, call within 48 hours of delivery.
• WalgreensCall Walgreens.com Customer Care for a refund on a damaged online order.
• WalmartReturn or exchange through Walmart's return channels; refuse or report a damaged major appliance within 2 days.
• WayfairReport damage from the order in My Orders with photos, then escalate.

Guides

• Parcel and mail carriers — how complaints work
• Retail and online shopping — how complaints work
• Rideshare and delivery apps — how complaints work